B2B Technical Solutions Lead, Logitech for Business
The B2B Technical Solutions Lead is responsible for resolving high-complexity enterprise support issues and escalations--finding solutions and workarounds to challenging technical problems, assisting the CX team with testing, reporting, and tracking technical issues. The role will focus mainly on Logitech’s enterprise video conferencing and AV solutions but may occasionally be asked to resolve other enterprise hardware issues.
The Technical Solutions Lead will also be responsible for working with the product and engineering teams to develop a deep technical understanding of new products, assisting with training and preparation for launch.
The ideal candidate for the role will have extensive knowledge of enterprise A/V products and the AV/IT ecosystem they’re used in, as well as a track record of high performance in technical support.
Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech. In this role you will:
Maintain an expert level of understanding of the technical details of all Logitech’s enterprise video solutions
Maintain an expert level of knowledge of platforms commonly used with Logitech
Work with Tier 3 support agents and engineering to identify, reproduce and resolve technical issues in a timely manner
As needed, assist customers directly in resolving escalated VIP issues, both high-complexity problems and “white-glove” remote assistance with product setup and use
Provide regular input to help create internal and external technical support content
Assist other department engineers in creating practical demonstrations of proposed solutions and demonstrating them to other members of the team
Work with the engineering and product groups to evaluate products pre-launch, and work with the Technical Support Manager and training team to develop training for the technical support team
Assist in evaluating the scope and feasibility of customized deployments, and help design technical support documentation for approved setups
For consideration, you must bring the following minimum skills and behaviors to our team:
Advanced knowledge of video conferencing and AV products
Expert knowledge of Microsoft Teams deployment and use
Advanced knowledge of video conferencing applications such as Zoom and Google Meets
Advanced knowledge of Android and Unix Based Environments (beyond cellular phone and automotive applications).
Advanced knowledge of PC and/or other non-AV system troubleshooting
Advanced knowledge of Windows and Mac operating systems
Advanced knowledge of computer networking and operating systems
Experience with software engineering, customer experience, and design architecture
Fluent with Jira Ticketing System
Experience working directly with engineers
Polished written and verbal communication skills
Experience working with multiple stakeholders to facilitate the orderly execution of testing and issue reporting
Minimum 8 years of experience in a technical support capacity, with at least 5 years video-conference (VC) troubleshooting experience.
Minimum 5 years of providing remote technical support
Minimum 2 years providing high-touch support to VIP accounts
In addition, preferable skills and behaviors include:
Technical certifications beneficial but not required
4-year degree or equivalent experience
Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach, for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.
“All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”
If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 510-713- 4866 for assistance.